Customer Service Representative

Position Purpose

Identify customer needs and sell Association products and services beneficial to customers needs. Process a variety of customer financial transactions in accordance with established guidelines and procedures.

Essential Functions

• Meet sales and referral goals by identifying and selling Association products and services beneficial to the customers needs.
• Develop and maintain a current knowledge of new and existing products and services.
• Support the Association's sales objectives and campaigns by actively cross-selling basic products or by referring customers to other Association employees responsible for closing sales.
• Process a variety of customer financial transactions in accordance with established policies and procedures.
• Establish and maintain cash drawer limits according to policy.
• Ensure positive perceptions of the Bank by extending a courteous greeting and welcome to customers and visitors.
• Call customers by name at least one time during the account transaction.
• Balance cash drawer and teller transactions in an accurate and secure manner within guidelines.
• Take consistent responsibility for the safekeeping of money received for cash drawer and the prompt accounting or transfer of funds to safeguard against loss.
• Address customer questions and concerns and refer to appropriate internal resources for resolution to achieve customer satisfaction.
• May perform vault duties such as ordering/shipping currency and coin and distributing money to tellers.
• Maintain regular and predictable attendance.
• Perform related duties and responsibilities as required.

Qualifications & Requirements

• Minimum High school diploma or certified equivalency.
• Bilingual English and Spanish fluency (speaking, reading and writing) preferred.
• CSR I - Typically requires up to one (1) year of teller or cash handling experience in a busy retail environment which requires the use of math skills to pay and receive cash to customers.
• CSR II – Typically requires one (1) to two and a half (2.5) years of teller or strong cash handling experience in a busy retail environment which requires the use of math skills to pay and receive cash to customers.
• CSR III – Typically requires two and a half (2.5) or more years of teller experience in a financial institution environment, to include commercial bank, savings bank, credit union, or prior experience in a centralized vault type of environment which requires the use of math skills to pay and receive cash to customers.
• Ability to demonstrate and maintain a professional, outgoing, and pleasant demeanor at all times.
• Effective listening/probing skills necessary to identify customer needs and effectively match with bank products and services
• Ability to work in a fast-paced, high-volume cash-handling environment with daily face-to-face customer contact, while providing high level of customer service.
• Ability to create general correspondence and communicate effectively in verbal and written formats.
• Proficient keyboarding and ten-key/calculator skills.
• A working knowledge of Microsoft office applications including Word and Excel is preferred.
• Strong mathematical, organizational, and interpersonal skills.
• Ability to meet bonding requirements for employment purposes.
• Ability and willingness to work Saturday schedule as needed.
• Valid WA driver's license.

Physical Requirements

• The work requires the ability to operate office machines and equipment, such as personal computers, printers, copying machines and telephones.
• The work requires the ability to communicate clearly with customers, coworkers, and others in person and on telephones.
• Work activities involve combinations of sitting/standing for extended periods.

Pay

• CSR I: Pay range $18.00 - $30.60; typical hiring range $18.00 - $20.66
• CSR II: Pay range $19.44 - $33.05; typical hiring range $19.44 - $22.31
• CSR III: Pay range $21.00 - $35.69; typical hiring range $21.00 - $24.09
• Incentive plan: Community Banking Incentive plan, paid quarterly and annually based on branch and individual performance.

Benefits

• Medical, dental, and vision insurance
• Paid time off
• Retirement plans (401k with company match and Employee Stock Ownership Plan)
• Gym membership reimbursement
• Discounts on banking products
• 3 paid volunteer days per year